4 FAQ: the Arc

We gathered our top most frequently asked questions about the Arc based on your feedback. If you're having issues with heart rate, data accuracy, syncing or charging, read on for troubleshooting solutions.

Q: My heart rate shows up as an 'X.'

Here are the steps you can take to troubleshoot the Arc's heart rate monitor.

Check Distance

Make sure the Amazfit Arc device is very close to your phone and try checking your stats again.

Check Wrist Placement

Be sure your tracker is securely placed on your wrist, slightly up the arm so it doesn't sit directly on the bone. The device is equipped with sensors so be sure it is touching the skin’s surface. Try checking your stats again.

Check if Arc is Paired

Make sure your Arc is paired with your phone.

Make sure you’re connected to Bluetooth by going into your Phone’s Settings.

Check to see if Amazfit Arc appears under list of paired devices.

To pair, tap on Amazfit Arc under list of available devices.

Restart the Amazfit App

Force close the Amazfit app, reopen the app and try pairing again.

a. On iOS:

Double-click the Home button to see your most recently used apps.

Swipe right or left to find the app that you want to close.

Swipe up to close.

Restart app and try connecting again.

b. On Android:

Open the Applications tray and tap the Settings icon. Then locate and tap Applications.

Tap Manage Applications. In the list of running applications, select the application and tap Force Stop.

Restart app and try connecting again.

Unpair the Arc from Other Phones

If you have ever activated phone call notifications in the Amazfit app on another phone, go to that phone's Bluetooth setting and remove the Amazfit device. To do so, tap on the ‘i’ icon next to the Amazfit and tap Forget this device. Toggle Bluetooth off and on. Re-open app and try connecting again.

Q: My data is inaccurate.

If your data isn’t accurate, your Arc firmware may be outdated. If you are having issues updating your firmware, here’s what you can do:

Check the App

Be sure you are logged into your Amazfit account in app.

Keep the Arc close to the phone during the update process

Do not put the app in the Background

Make sure the phone does not go to Auto-lock. To turn off auto-lock on your phone, go into Settings —> Display & Brightness —> Auto-Lock —> Never.

Unpair the Arc from Your Phone

If the issue continues, unpair device from phone.

In app, confirm Phone Call Notifications is toggled to OFF.

In mobile phone settings, go to Settings —> Bluetooth

If there is an 'i' next to Amazfit Arc, tap on it and select Forget Device.

Reopen app and pair device again.

Q: I'm having trouble syncing or connecting my Arc to my phone.

If you are having issues connecting or syncing your device, here are some steps you can take to troubleshoot.

Check Distance

Place the Arc close to or on top of your phone screen, try connecting again.

Check Battery Level

If you cannot connect, make sure your Amazfit device is fully charged. Connect your device to the charger for 20 minutes, disconnect device from charger cord and try connecting again.

Restart the Amazfit App

Force close the Amazfit app, reopen the app and try pairing again.

a. On iOS:

Double-click the Home button to see your most recently used apps.

Swipe right or left to find the app that you want to close.

Swipe up to close.

Restart app and try connecting again.

b. On Android:

Open the Applications tray and tap the Settings icon. Then locate and tap Applications.

Tap Manage Applications. In the list of running applications, select the application and tap Force Stop.

Restart app and try connecting again.

Un-pair the Arc from other Phones

If you have ever activated phone call notifications in the Amazfit app on another phone, go to that phone's Bluetooth setting and remove the Amazfit device. To do so, tap on the ‘i’ icon next to the Amazfit and tap Forget this device. Toggle Bluetooth off and on. Re-open app and try connecting again.

Q: My Arc isn't charging.

A build-up of debris on the back of your Arc (where it lights up green) to may cause charging issues.

Cleaning Your Arc

1. Wet a cotton swab or Q-tip with isopropyl alcohol.

2. Dab and gently swipe inside the oval charging pin until all dirt is removed.

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Linda Cheng, Social Media and Content Manager

Linda graduated from the University of California, Irvine with three majors in Psychology, Urban Studies, and Social Ecology, as well as a minor in Global Sustainability. Her goal is to promote sustainable healthy living by providing the resources needed for success. Using smart data services and motivational psychology, she aims to move users towards long-term lifestyle changes for better health and fitness.